Contact Centre Lead: Build a High-Impact, People-First Team

Community Housing Ltd; Queensland; Hybrid; AUD 110,000 - 150,000; Full time

Benefits offered by this job

On-site carpark

Salary + extras

Engaging team

Job summary

Community Housing Ltd in Australia is seeking an experienced leader to guide a customer-focused Contact Centre team. You will coach, develop and support staff, set clear expectations and escalate complex matters with sound judgement.

You’ll be the go-to escalation point and drive continuous improvement while staying visible and supportive. The role emphasizes hands-on leadership, performance management and delivering strong customer outcomes across housing services.

Qualifications

• Experience leading contact centre teams or similar.
• Proven ability to coach, mentor and develop people.
• Strong stakeholder management and communication skills.
• Proficiency with CRM systems, reporting and data analysis.

Responsibilities

• Provide day-to-day leadership and support to Contact Centre Representatives, creating an effective, engaged and customer‑focused team.
• Manage coaching, mentoring, recruitment, training, rostering and attendance to support smooth operations and strong performance.
• Act as an escalation point for sensitive, complex or unresolved customer matters, applying sound judgement and professional boundaries.
• Monitor performance through regular conversations, reviews, call‑quality monitoring and service‑effectiveness analysis, coordinating feedback, coaching and training.
• Prepare timely reports on contact centre activity, trends, service levels and performance measures to support operational decisions.
• Work with internal and external stakeholders, contribute to continuous improvement and step into Contact Centre Representative duties when required.

Job description

Community Housing Ltd in Australia is seeking an experienced leader to guide a customer-focused Contact Centre team. You will coach, develop and support staff, set clear expectations and escalate complex matters with sound judgement.

You’ll be the go-to escalation point and drive continuous improvement while staying visible and supportive. The role emphasizes hands-on leadership, performance management and delivering strong customer outcomes across housing services.